Fresh Links Sundae – November 11, 2012 Edition

Fresh Links Sundae encapsulates information I have come across during the past week. They maybe ITSM related or not entirely. Often they are from the people whose work resonates with me, and I hope you will find something of value.

Referring to the recent research data from Forrester and Rackspace, Stephen Mann talks about how much poor IT service delivery can cost an organization and how to remedy the situation by focusing on the services, instead of the technologies. What’s The Real Cost Of Poor IT Support And Shoddy Customer Service? (Forrester Blogs)

While SMART goal certainly has its uses in business, Bob Lewis explains why SMART goals might not be such a smart thing to do in IT when they are used in a not so “smart” way. How management fads are killing IT (IT Management – InfoWorld)

Although personal digital technologies have transformed our technology experience dramatically, Rob England cautions that how we use/experience technologies at the personal level does not always translate directly to how businesses should plan/deploy technologies to achieve business outcomes. 2012 #3 Don’t confuse your personal digital experience with business (The IT Skeptic)

Leveraging from the Lean principles, Ben Newton explains why IT Operations should consider incorporate Lean into its activities and outlines several suggestions on doing that. Lean and DevOps – A revolution in IT Operations is on the way (BMC Communities Blog)

Having just returned from ITSM 12 (the 21st itSMF conference), James Finister shared what he saw and learned while attending and participant in the event. ITSM 12 (Core ITSM)

Before your organization launches the next round of social IT initiatives and tools, Melanie Karunaratne outlines the considerations that should be planned for and taken into account. Managing Social IT Channel: Look Before You Leap (LANDesk Blog)

Although winning is arguably the most important goal in sports, Marshall Goldsmith advocates that winning in the business environments takes more than keeping scores. It also involves understanding the organization’s goals and achieving the goals with the utmost enthusiasm and the highest level of performance. Is Winning Everything? (Marshall Goldsmith Personal Blog)

Using rhetorical questions in your speech effectively can enhance the speech’s impact.  Andrew Dlugan explores nine strategies of using such mechanism. How many ways can you use rhetorical questions in your speech? (Six Minutes)

Referring to John Gardner’s teaching on what university should stand for, Bob Sutton talks about the lessons that can be learned from, not just as a university professor but for everyone else. John Gardner on What a University Ought to Stand For (Bob Sutton)

While we find ourselves getting stuck over something from time to time, Seth Godin gives a simple tip to get pass the obstacle and get going again. The best way to get unstuck (Seth’s Blog)

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